We are here to support you
At Telehouse we provide the highest level of technical support for our customers 24 hours a day, 365 days a year. Our team of engineers can deliver support services to help you maintain business continuity, and meet your business goals.
We remain one of few data centre operators to include an element of Remote Hands services free of charge within our colocation contracts and we are committed to continuing to provide these services for the foreseeable future.
Our Basic Remote Hands Service is included in your Telehouse colocation contract as standard, and our Smart Hands Service is charged at an hourly rate.
Remote Hands Service
The Remote Hands Service is included in the Annual Telehouse Fees, and includes the following services:
- Equipment fault investigation
- Software configuration
- 3rd party fault investigation
- Install, replace, or remove like-for-like equipment
- Equipment hard resets/reboots
- Equipment soft resets/reboots
- basic system troubleshooting
- Move and re-patch cabling
Smart Hands Service
The Smart Hands Service is an enhanced onsite technical support service subject to an Hourly Fee. In addition to the Remote Hands Services, support will include:
- 3rd party new circuit connection
- Installation of new equipment
- configuration changes to equipment
- Equipment audits
- Photographs Equipment
- Uninstall equipment and prepare for shipment
- Assistance for approved visitors
- Install/connect new patch leads
- Label equipment and installed cables
- Equipment collection
- Advanced system troubleshooting